Service Architect – ITIL, ServiceNow

Massive chance to work at a game-changing business, looking for a Service Architect to own, design, and deliver IT Solution Managed Services to a key client. You will be aligned to one key client and ensure that managed services meet with client's expectations, business needs, and the organisation’s delivery capability. You will operate across service lifecycle phases and partner closely with sales, solution architects, delivery teams, and clients.

Key Skills:

1. Proven experience designing managed IT services, ideally within an IT service provider environment.
2. Expertise in ITIL v3/v4 (certification required).
3. Familiarity with architectural frameworks such as TOGAF (certification preferred).
4. Strong understanding of service design, service delivery, and service transition best practices.
5. Demonstrated experience working across multiple domains (infrastructure, cloud, workplace, application support).
6. Experience in supporting pre-sales engagements and creating service elements of bids and proposals.
7. Ability to communicate complex service concepts clearly to technical and nontechnical stakeholders.

Key Responsibilities:

1. Lead the service architecture elements of managed services, ensuring alignment with client business requirements and operational capability.
2. Discover and define client service requirements through workshops, interviews, and artefact analysis.
3. Align & design where required; service offerings across ITIL lifecycle areas (service design, transition, operation, continual improvement).
4. Develop and maintain service design packages including SLAs, OLAs, RACI matrices, performance metrics, cost models, and tooling architecture.
5. Deliver service architecture artefacts to the transition and operational teams for effective handover.
6. Collaborate with Enterprise, Solution, and Technical Architects to ensure service designs align with wider technical and business architecture.
7. Actively contribute to the creation of reusable service catalog components, patterns, and templates.
8. Ensure compliance with internal and external governance frameworks, including ISO, ITIL, and client-specific standards.
9. Participate in service reviews and in-flight assurance activities to validate architectural fidelity and delivery effectiveness.
10. Contribute towards the creation and acceptance of the operations manual and knowledge base articles.
11. Ability to communicate complex service concepts clearly to technical and nontechnical stakeholders.